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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Understand the key ITIL practices | 30-35% | - Incident management and request fulfillment practices - Service level management practices - Service configuration management practices - Supplier management practices - Service desk practice - Continual improvement practices - Relationship management practices |
| Topic 2: Understand the key concepts of service management | 15-20% | - Organize and deliver value with services - Key concepts of creating value with services - Key concepts of the service relationship |
| Topic 3: Understand how the ITIL framework guides the organization | 15-20% | - The ITIL principles in detail - Other frameworks and methods - Nature and use of the ITIL guiding principles |
| Topic 4: Understand the four dimensions of service management | 15-20% | - Value streams and processes - Partners and suppliers - Information and technology - Organizations and people - Overview of the four dimensions |
| Topic 5: Understand the purpose and effects of the service value system | 15-20% | - Overview of the service value system - The service value chain - Opportunity and demand - The ITIL practices in the service value chain |
>> Sample ITIL-4-Foundation Exam <<
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NEW QUESTION # 67
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
Answer: B
NEW QUESTION # 68
Which is a key requirement for successful service level agreements (SLAs)?
Answer: C
Explanation:
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
* They must be related to a defined 'service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
* They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
* They should reflect an 'agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
* They must be simply written and easy to understand and use for all parties.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLA
NEW QUESTION # 69
In which step of the 'continual improvement model' is an improvement plan implemented?
Answer: D
NEW QUESTION # 70
Which practice recommends the use of event-based surveys to gather feedback from customers?
Answer: C
NEW QUESTION # 71
Which describes the utility of a service?
Answer: B
NEW QUESTION # 72
......
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